Field Service Engineer, Surgical Robotics

NZL New Zealand; Auckland; On-site; NZD 65,000 - 95,000; Full time

Job summary

Medtronic in Auckland seeks an experienced Field Service Engineer to perform installation, maintenance and repair of Hugo Robotic System and Digital Surgery technologies across New Zealand. You will be part of a growing Service and Repair team reporting to the Technical Services Manager and play a pivotal role in delivering exceptional service to customers.

You will perform on-site and remote support, document activities, and help resolve issues while aligning with our commitment to patient

Qualifications

• Bachelor Degree with 1 year experience, or a Diploma with 3 years of relevant experiences.
• Relevant experiences in repairing and servicing medical devices
• Electrical Appliance Service license
• Team player
• Customer focused

Responsibilities

• Provide efficient installation support, perform planned maintenance procedures, diagnose issues and perform repairs in the assigned territory.
• Work with the Technical Services Manager to prioritize customer technical support and service expectations.
• Utilise escalation process to resolve customer service delivery issues and conduct root cause analysis.
• Document all complaints, follow‑up actions, root cause analysis and resolution in the CRM.
• Maintain records of all field activities including on-site and remote support.
• Provide timely CRM updates on customer contact and site visit outcomes.

Skills

Customer focused

Team player

Education

Bachelor's degree or Diploma with experience

Job description

Careers that change lives start here. Medtronic is a global leader in healthcare technology with a Mission to alleviate pain, restore health, and extend life. Our 95,000 employees work across more than 150 countries to put patients first — developing innovative medical technologies that improve the lives of 72+ million patients each year. Your unique talents will help shape the future of healthcare while building a career grounded in purpose, growth, and impact.

A Day in the Life

Do you want to write a chapter in our story of innovation? We have a brand new and unique opportunity for an experienced Field Service Engineer to join Medtronic! You will thrive if you are able to adapt, respond, pivot and be resilient with competing business and customer demands. At Medtronic, we are committed to applying clinical and economic evidence and integrated technologies to our unmatched portfolio of therapies to develop healthcare solutions that increase patient access, improve efficiency of procedures and deliver successful patient outcomes. Our Service and Repair team is growing. This dynamic role, reporting to the Technical Services Manager, offers an excellent opportunity to play a pivotal part in supporting the servicing and maintenance of the cutting-edge Hugo™ Robotic System and advanced Digital Surgery technologies throughout NewZealand. Join us and be at the forefront of innovative healthcare solutions, working alongside a passionate team dedicated to delivering exceptional service and making a real impact in the medical technology field.

Responsibilities

• Provide efficient installation support, perform planned maintenance procedures, diagnose issues and perform repairs in the assigned territory. This will include on‑site and remote support for customers and staff.
• Work as a team member with the Technical Services Manager to prioritize customer technical support and service expectation goals.
• Utilise the escalation process to resolve customer service delivery issues and conduct root cause analysis that will lead to effective problem solving.
• Ensure full documentation of all assigned complaints, follow‑up actions, root cause analysis and final resolution within the Customer Complaint tracking system.
• Provide appropriate follow‑up communications with internal and external customers to ensure resolution and proper follow‑up, leading to customer satisfaction.
• Manage follow up activity through to full resolution.
• Maintain and provide records of all activities in the field. This includes both on‑site and remote support work.
• Provide regular CRM database updates concerning customer contact and site visit outcomes.
• Provide timely information to assigned business stakeholder/leadership teams regarding customer concerns, issues and market opportunities.
• Perform appropriate testing to confirm products operate according to manufacturer’s specifications.
• Proactively identify and assist the Technical Services Manager in the closure of Services revenue opportunities to include Warranty Conversion, SSA Contract Renewal, Time/Materials, Fee‑per‑use and contract case coverage.

Required Knowledge and Experience

• Bachelor Degree with 1 year experience, or a Diploma with 3 years of relevant experiences
• Relevant experiences in repairing and servicing medical devices
• Electrical Appliance Service license
• Team player
• Customer focused

Benefits & Compensation

Medtronic offers a competitive Salary and flexible Benefits Package A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage. This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).

It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.

For sales reps and other patient facing field employees, going into a healthcare settingis considered an essential function of the job and we expect our employees to comply with all credentialing requirements at the hospitals or clinics they support.

This employer participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here.

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